One of your electronics gadgets begins to malfunction or stops working at all and you need a solution. So, you go to the company’s website to connect with its customer care and see that there is a chat option. As you begin the chat, you are asked a few questions regarding your troubles with the device. According to the choices you make, you are directed exactly to the executive/department that will help you out with your issues.
Chatbot, AI Chatbot, Artificial Intelligence Chatbot, or Virtual Assistant; you can call it whatever you want; its purpose is to make lives simpler for customers as well as businesses. How? We find out.
Beginning with the question, “what is a chatbot?”, you can call it an artificial intelligence software that is capable of simulating a conversation with human beings. Companies and Organizations usually communicate with their customers using chatbots through websites, messaging apps, mobile apps, telephones, and more.
From simple chatbots that only used to present a set of options to users and responded according to the option selected, to advanced chatbots that leverage Machine Learning and Natural Language Processing, technology has come a long way.
AI Chatbots usually interact with users partially until the help of human interaction is required. Some of the advanced AI chatbots these days are capable of handling end-to-end user interactions as well.
Chatbots are slowly becoming parts and parcels of every organization. Implementation of Artificial Intelligence Chatbots has become a necessity among organizations that need to interact with their customers on a regular basis.
There are many ways in which an organization can benefit from Chatbots. Let’s find out.
But before that, if AI or Artificial Intelligence interests you, you might want to take a look at some of the Myths About Artificial Intelligence.
Benefits of Chatbots in Businesses
A Chatbot isn’t just a trend that organizations and businesses are implementing. There is a reason they are there. AI Chatbots or Virtual Assistants not only saves a lot of time but also help in saving money, a lot of it. Here are some of the advantages of incorporating AI Chatbots in business operations:
Chatbots promote Customer Interactions
A company’s website is a platform with static information; more like an online portfolio. Earlier visitors would visit a website and get all the pieces of information your website has to provide. But by introducing a chatbot, you can promote the visitors to begin a conversation or chat if they want to know more about your products or services. Many chatbots proactively open chat boxes and ask visitors if they have any queries.
Increased customer interactions can significantly increase your chances of closing a deal successfully.
24/7 Support Availability
All businesses are not capable of running a customer support team that is available to serve customers 24/7. With the help of AI Chatbots, customers can interact with the bot and get the required information at any given time of the day. Although in some cases chatbots may or may not be able to solve complex queries, they definitely can get user information so that a specialist can contact users back and interact with them.
Many customers or users do not like it when they have to wait for a response. When all your customer care executives are busy with other chats, an AI chatbot can handle multiple users simultaneously. You can design the chatbot to get the exact details of their queries before an executive fit to resolve the specific issue or query can be assigned.
Cost and Time Saving
Artificial Intelligence chatbots can help your organization save a lot of time and money. A Chatbot can easily handle initial queries of a user and in some cases resolve issues completely. It all depends on how advanced, modern, and well trained the chatbot is. Implementing an AI requires a one time cost and that’s all. You do not need to train them regularly or pay them a monthly check.
With the implementation of a chatbot, you can increase the productivity of your customer care workforce. While the chatbot resolves initial queries of the users and customers, the executives can focus more on solving the issues of other users and clear up their pending tasks.
Just like any technology, AI chatbot is scalable too. This means, in the future or any time you would want to add a feature to the chatbot, it can be done easily for a one-time cost. You do not need to train the entire staff for this.
Although chatbots are a recent addition, the technology has made an immense improvement in a very short span of time. And the upcoming improvements are going to be phenomenal too. With that being said, it would not be a wise decision for a business to ignore the implementation of chatbots on their websites or apps.